hi everyone this is Jason Nichols from ServiceNow in this little video I'm going to show you how to set up computer telephony integration with your ServiceNow instance at the moment I'm logged into a instructor training instructor instance of ServiceNow the New York version of ServiceNow which was released in 2018 and what I'm going to do essentially is follow the instructions in the documentation so on this page here called CTI demo installation and configuration it shows you step by step how to set this up and this is essentially what I'm going to do now I'm just going to demonstrate this for you live and I'll show you how to set this up from beginning to end it's relatively straightforward so let's get started okay the first thing we need to do is to make sure that we are going to activate some plugins that we need now I'm going to assume that you are going to be using customer service management because is this is quite a typical use case for using CTI the agents are using CTI to both receive and make outgoing phone calls so in this instance I already have customer service management installed but we need to check first of all whether we have some other plugins that we need for CTI so let's go to the list of plugins here and wait for the page to load and so the first one that we need is a plug-in called notify this one right here you can see it's already been installed on my instance but this is kind of like the backbone if you like for the integration with voice calls and also messaging the other thing that we need to activate here is a plug-in called open frame there we go open frame and what do you know it's also been installed you may find in your instances that they haven't been activated already but in mine they have so just check that these plugins are act before you proceed and the other thing that we need is a plug in cord CTI softphone which has also been activated and customer service CPI demand data you don't need this but where I'm going to use this demo data because it does come with some sample data that we need just to make allies a little bit easier when setting this up okay so that's basically the three plugins that you need notify CGI soft phone and open frame as well as our customer service management of course I'm just assuming that you've already installed that you can also use it for with insulin management as well but I'm going to use the customer service management application for demonstration purposes here so once we've got all that set up the other thing that we need is a computer telephony provider so what I've got is a demo account here let me just switch over to my Safari browser here I use Twilio here so you can sign up for that you can get a demo account there it's free of charge and you can get your own phone number there just be careful when you want to get a phone number sometimes you may have to provide authentication details or proof of ID but in some countries that's not the case but anyway you basically have a choice of in which country you want to get a free telephone number from so this is my telephone number here from the United Kingdom and this is the one that I'm going to connect to my ServiceNow instance so once I've got all that set up I'm going to go back to my ServiceNow instance and then I'm going to go to my configuration for Twilio so if I just type in Thalia there under notify administration there is a module here called Twilio directed configuration so let's open up that let's change the application scope here so we can edit this record you can see here we've got a message not connected to Twilio okay so what we're going to do is actually establish this connection so I'm going to change the application scopes the two values that I need basically is an ID for my account for my Tullio account and the authentication token as well which essentially is like a password so I can get that from my to do page here these are the two values here so the account ID there and the authentication token okay which at the moment is hidden so I'm just going to copy both of those values here and paste them in there so one and there token two and once I've done that all that's left to do is to click on connect and hopefully once we get that out of the way we'll get a message here saying that we are they are connected to Tulio so everything's kind of basically well not everything but Alyssa connection has been established between our ServiceNow instance and our Twilio demo account and you can see that the phone number here that I've got is appearing down here at the road with the demo account you only get one demo number so that's the one that I've got right here okay the next thing we have to do is go to open frame now open frame is basically the you could say the the web technology that allows the the use of computer telephony integration so what that would do was give you essentially like a little frame in your browser window here which you can use to make and receive phone calls okay so you're having you add that the keypad there and yeah you just use that as I said make and receive calls so what we need to do here is go to open frame and go to configurations and you'll find here there is a sample configuration already set up for us here it's just part of this demo data that we got so I'm not going to go through all of the settings at him in here but suffice to say that these two groups here customer service support and network support the ones that are able to use CTI once we activate it so I'm gonna do a couple of things here first of all I'm going to activate it right there but what I should also do here I'm going to come back to the list here I'm going to make this the default entry I'm not sure if this is really necessary considering it I've only got one entry here but I'm just going to do it anyway because this is what the documentation suggests that we do or tells you to do so default is currently set to false so I'm just going to change that to true okay so we've got our open frame configuration they're connected to CTI it's active and it is the default value there okay the final thing that we need to do is basically I mean this is basically all set up now there's only one or two small things that we need to do and that is basically to tell the instance what to do when we actually get an incoming phone call so there is well there are different workflows that we provide out of the box for that so you know when you call customer support you're presented with a menu usually asking you is your case related to a network issue or a software issue or whatever and then usually you have to go through pressing a collection of numbers maybe a suggestion don't make that menu too long it can be frustrating but usually we use that to route calls to the right Department and so forth so basically we set up something similar to this here in you know instances so if I go now to to notify and if I click on numbers here we'll see this is the number that we've already got configured this is the one that is coming from 2005 open up that we can see you know the details there and then we've got a number group or a notify group so I'm just going to for demonstration purposes just click on the encore group so if I click on that I'm gonna save that yeah and then I'm gonna go to my number group scene and go to that encore group so that's basically that when we get back here a bit sorry for clicking around this notified grip record here this value is a reference to this module that the table that's linked from this module number groups so if I open up that record right here we'll see there are references here to different workflows for incoming calls for outgoing calls and the same for incoming and outgoing messages so I'm just gonna select an incoming call workflow you can see you've got quite a few out of the box here so I'm just going to select let's see I'll just select call center it's just a standard one there so I'm going to save that okay have a look at that we can actually have a look at that workflow right here show workflow and if we come here yeah so basically when we get an incoming phone call now we're going to start this workflow we're going to run a script and basically we're just going to ask the caller a series of questions validate the answer and then for the call to the right user group I suppose yeah so this is all using some special workflow activities so if we go to call here and then go to notify and notify e we've got a lot of workflow activity types specific for CTI here that you can use but anyway you can have a look at this workflow in your own time and just to get the hang of what's going on in here but basically we are all ready to go now we've set everything up we've activated the relative plugins we have establish a connection between our instance and our Twilio account we have specified a or we've activated rather the CTI entry for open frame and then we've linked the the phone number that we've got to a so called phone number group which is then linked to a workflow so let's go ahead now I'm going to test this by impersonating someone in the customer support group Jon Jason so actually I could have just done this because I've always established a different session and I was already logged in as John Jason so you'll find that this is my other session that I've already are logged in to now you'll see here there is no telephone icon here so but if I just refresh the page now after making all those changes so now we get this icon here and when we click on it we get this open frame here that allows us then to make and receive phone calls so what I'm going to do first of all I'm just going to simulate an incoming phone call so I'm going to set my status to available in other words I'm available to receive incoming phone calls and just close that and now I'm going to get out my phone here and I am going to call the number that I created in my Tullio account so I've got my phone in my hand right now I'm going to call it it's ringing please press 1 for software issues please press 1 for an existing case please press 2 for connecting to customer care agent there we go incoming phone call so if I accept that click yes use my microphone thank you we're using your demo account please upgrade to a full account to remove this message yes all right and now we're gonna get some wade feedback because making a phone call and receiving it at the same time all right so let me just cancel that all right close that call so anyway it does work what you'll also find here if I want to make outgoing phone calls is that I can let's see I'm gonna open up this case here that is for the Box yo account it's just a demo account that we've got here and Julie Lewis is actually a contact let me dismiss these messages it's actually a contact for box yo and I have added my telephone number to her account record so you'll get this little icon here to make phone calls and then you can just like the the right number here to talk a little dangles will you let me just close that because I don't wanna make the phone call but yeah but basically that is set up already to work now to make and receive phone calls and what you'll find also is that if I come down here let me just refresh this listing we do have a phone list right here a related list that will actually record the outgoing incoming phone calls that you've made for a particular case okay yeah so that's basically a short and sweet demo just to set up CTI quickly so if we're gonna use it for demonstration purposes the demo to our customer I'll just try it out that's basically how you do it but for any further information on this I would refer you to this page right here CGI demo installation and configuration and there's a whole bunch of other pages here related to setting up CTI okay so thanks for listening thanks for watching and see you next time